Reviews (651)
What merchants think
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and at least a 4.0 overall rating.
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and at least a 4.0 overall rating.
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Merchants praise this app for enhancing customer support by centralizing communication, reducing response times, and allowing focus on complex issues. The AI Agent and automation efficiently handle routine inquiries, improving customer experiences. Seamless integration with Shopify and various channels is a key strength. The app is easy to use, customizable, and scalable, with a responsive support team, contributing to a positive experience.
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Gorgias has been a game-changer. During peak periods, the AI Agent allowed us to exceed a 40% automation rate. It provides incredible support to users throughout their entire customer journey, effortlessly handling volume spikes. The best part? Our CSAT has remained consistently very high, proving that speed and quality can go hand in hand. Highly recommended!
Thank you for taking the time to share your experience!
We’re thrilled to hear that Gorgias has been a game-changer for your team and that the AI Agent helped you achieve over a 40% automation rate during peak periods. Supporting teams through high-volume seasons while maintaining efficiency and delivering a seamless customer experience is exactly what we strive for.
It’s especially rewarding to know that the AI Agent is providing value throughout the entire customer journey, helping your team handle demand spikes without compromising service quality. Hearing that your CSAT has remained consistently high while automation has increased is a fantastic testament to the balance among speed, accuracy, and great customer support.
Thank you for your recommendation and for trusting Gorgias as part of your customer experience strategy. We’re grateful to have you as part of the Gorgias community and look forward to continuing to support your team’s success as you grow!
Definitely takes some configuring after onboarding process to refine knowledge base. The team does have to monitor closely during this period but overall we've really enjoyed onboarding with Gorgias AI.
Generally, we get good feedback from customers, although as with all things AI, some customers are apprehensive.
Looking forward to new features to help optimize performance and offload human touched tickets during peak seasons.
Thank you for taking the time to share your experience, Free Fly Apparel!
We’re delighted to hear that your onboarding experience with Gorgias AI has been a positive one and that your team is already seeing the value of AI as you continue refining your knowledge base. We understand that successful AI adoption takes thoughtful configuration, ongoing optimization, and close monitoring in the early stages, so it’s especially rewarding to hear that the investment is paying off.
It’s also great to know that your customers are generally having positive experiences. As AI continues to evolve, we recognize that some customers may be more hesitant than others, and we’re committed to providing tools that help businesses strike the right balance between automation and personalized support.
Thank you for your honest feedback and for trusting Gorgias as part of your customer experience strategy. We’re excited to continue delivering new features that help optimize performance, increase automation, and support your team through peak seasons and beyond.
The integration is seamless and the new AI feature is actually helping to 1st touch solve some basic tickets. We tried a few platforms for CS, but in the end we returned to Gorgias - it just works for our team!
Thank you for sharing your experience with Gorgias!
We’re delighted to hear that the Shopify integration has been seamless for your team and that the AI features are already helping resolve basic customer inquiries on the first touch. Providing tools that empower support teams to work more efficiently while delivering fast, accurate responses is exactly what we strive for.
It’s especially meaningful to hear that after evaluating other customer service platforms, you chose to return to Gorgias because it simply works for your team. Building a reliable, scalable platform that ecommerce brands can depend on every day is at the heart of what we do.
Thank you for your trust, support, and for taking the time to leave this review. We’re grateful to have you as part of the Gorgias community and look forward to continuing to support your team’s success as you grow!
I have been using Gorgias for about 7 years and the last few years the customer service has been terrible.
For the past few months I am having an issue and the AI bot just says we opened a ticket and someone will get back to you but nothing this has been going on for too long and its impacting the way we work.
Shame on Gorgias.
Thank you for taking the time to share your feedback and for being with Gorgias for the past 7 years. We truly appreciate your continued trust and the opportunity to support your business over the years.
We completely understand how important timely assistance is when issues affect your workflow, and our team always strives to respond to every request as quickly as possible.
After reviewing your recent case, we can confirm that our team followed up and continued assisting throughout the troubleshooting process. We’re glad the issue was ultimately resolved after the recommended steps helped identify a local browser-related issue on your end, and we appreciate your confirmation that everything is now working properly again.
A member of our management team will also reach out directly to ensure everything continues to work properly and to assist further should anything else be needed. We also value your feedback as it helps us continue improving the overall support experience for our merchants.
Our team remains available at any time moving forward.
We recently had our Gorgias AI reactivated again and have had a very positive experience with it. It’s helped with filtering out the smaller and repetitive queries, which gives us more time to focus on working on the more complicated tickets and helping customers who need quicker assistance.
We’ve been tweaking and improving things as we go along, and when needed, the Gorgias team has been easy to reach whenever we needed their support or feedback as well very helpful in the Gorgias AI setup. The AI in Gorgias customer support has also been very useful where I've needed much quicker assistance.
There have been one or two customers who weren’t too happy speaking to our AI colleague, but even those situations we managed to resolve the issues quickly and the customers still ended up happy with the service in the end.
Overall, it’s been a really positive addition for our team and we look forward to continuing to improve our efficiency and customer experience as we move forward.
Thank you for sharing such a detailed and thoughtful review!
We’re thrilled to hear that reintroducing Gorgias AI has had such a positive impact on your team’s workflow and customer support experience. It’s great to know that automating smaller, repetitive inquiries has helped free up valuable time for your team to focus on more urgent and complex customer needs.
We also appreciate you highlighting the importance of continuously refining the AI experience over time. That ongoing collaboration between your team and our support team is key to building an experience that feels both efficient and personal for your customers.
It’s especially encouraging to hear that even in situations where customers initially preferred human interaction, your team was still able to quickly step in and deliver a positive outcome. Creating that balance between automation and human support is exactly what we strive for.
Thank you again for your trust and partnership. We’re excited to continue supporting your team as you further improve efficiency and customer experience moving forward!
Have been using Gorgias for several years now for multiple brands and it had been great! I love the AI agent feature and it has helped us with a lot with productivity and efficiency.
Thank you so much for your continued trust in Gorgias over the years!
It’s fantastic to hear that Gorgias has been supporting multiple brands successfully and helping your team scale customer support more efficiently. We’re especially glad to know that the AI Agent feature is already making a meaningful impact on your productivity and day-to-day operations.
We truly appreciate your support and look forward to continuing to grow alongside your team!
This app has been essential for our business. Ai Agent gets better with time and the overal experience for our customers to "self help" has freed up time for our CX staff to provide more attention on those enquiries that need it. highly recommened.
Thank you so much for the wonderful feedback!
It’s incredibly rewarding to hear that Gorgias has become an essential part of your business and that the AI Agent continues to improve over time for your team. We’re especially glad to hear that enabling more self-service for your customers has freed up valuable time for your CX team to focus on the conversations that need a more personal touch.
Thank you as well for your recommendation and continued trust in Gorgias. We’re excited to keep supporting your growth!
We’ve had a positive experience with the Gorgias AI Agent overall and are continuing to refine and optimize it alongside the Gorgias team. While the AI is not always fully accurate yet due to occasional hallucinations, we’re hopeful ongoing improvements will help it provide accurate and helpful support the vast majority of the time.
It has been especially helpful in independently resolving straightforward customer inquiries while maintaining a professional and empathetic tone. The AI Agent has also significantly helped manage high ticket volume, creating more time and space for our team to provide thoughtful, personalized support to customers who require more complex assistance.
Thank you for taking the time to share such thoughtful and honest feedback.
We’re glad to hear that the Gorgias AI Agent has been helping your team manage high ticket volumes more efficiently while still allowing your agents to focus on providing personalized support for more complex customer conversations. It’s especially encouraging to know that the AI has been successful in independently resolving straightforward inquiries with a professional and empathetic approach.
We also truly appreciate your transparency regarding the areas where the AI can continue to improve. Delivering accurate, reliable, and high-quality support remains one of our top priorities, and our team is continuously refining and training the AI Agent to reduce inconsistencies and improve performance over time.
Thank you again for your partnership and continued collaboration with our team throughout the optimization process. Feedback like yours plays an important role in helping us build a better experience for both support teams and their customers, and we look forward to continuing to support your success moving forward.
Gorgias has helped us streamline our inbox, improve response times, and create a much more efficient support experience for both our customers and agents. The Shopify integration is especially valuable because it allows our team to view customer/order details, tag orders, process refunds, manage cancellations, and resolve issues without constantly switching between platforms.
We also rely heavily on macros, tagging, reporting, social media channels, SMS tickets, and review management, and Gorgias brings everything together in one place. It has helped us stay organized, improve consistency across the team, and better understand our top contact reasons and customer trends.
The AI tools have also made a meaningful impact on our ability to respond faster and support customers more efficiently, while still allowing our team to step in where a human touch is needed.
Overall, Gorgias has become an essential part of our CS operations. It is powerful, user-friendly, and built with ecommerce support teams in mind. I highly recommend it for brands looking to scale their customer service while maintaining a high-quality customer experience.
Thank you for this incredible feedback and recommendation!
We’re so happy to hear that Gorgias has become such an essential part of your customer support operations. It’s especially rewarding to know that the Shopify integration is helping your team work more efficiently by keeping key customer and order actions centralized within one platform.
It’s also great to hear how extensively your team is using features like macros, tagging, reporting, social channels, SMS, and review management to stay organized and deliver a more consistent customer experience. Bringing all of those workflows together in one place is exactly what Gorgias is designed to do for growing ecommerce brands.
We’re equally excited that the AI tools are helping your team respond faster while still maintaining the balance between automation and meaningful human support when it matters most.
Thank you again for your trust and support. We truly appreciate you taking the time to share your experience, and we look forward to continuing to support your team as you scale and grow!
There are so many missing features. New features come along very rarely. Even their support documentation has lots of 404s. Their intent stuff is a mess, their AI stuff is half baked, their integration with Shopify is missing basics (e.g. B2B vs retail customers).
Where other platforms are making leaps and strides, Gorgias stays still, and never gets better.
When you make requests for improvements, they never listen, even for ones that would clearly make their product better.
Its just not really where a customer service tool should be in 2026. I could not recommend it to others.
They recently updated the UI.... fine... but the basic features just aren't there... it's like they don't have a dev team making improvements. Shame really. Will - Electric Labs
Thank you for taking the time to share your candid feedback. We appreciate you outlining the areas where you believe Gorgias can improve.
We understand your concerns regarding feature development, product enhancements, Shopify functionality, and the overall pace of innovation. Customer feedback plays a significant role in shaping our roadmap, and while not every request can be implemented immediately, suggestions from merchants are regularly reviewed and considered by our Product and Engineering teams as they prioritize future development.
Regarding the documentation issues you referenced, some Help Center articles temporarily returned 404 errors while content was being updated and migrated. These pages were quickly replaced or redirected, but we appreciate the feedback and recognize the impact this can have on the support experience.
We are actively investing in new features, platform improvements, AI capabilities, and overall usability, and we remain committed to delivering meaningful enhancements that help merchants and support teams succeed.
A member of our leadership team will reach out to you directly to discuss your experience in more detail and work through any concerns you may have. We appreciate your feedback and the opportunity to continue improving.
